A workflow is an automated, multi-step HR or employee process that combines AI agents, business logic, integrations, and external events. Experience designers build a workflow once in a visual designer, then publish it for employees to use through the AI assistant or in a case conversation.
Employees don't need to open the workflow designer. They interact with the assistant while the workflow runs in the background.
Why use workflows
Workflows automate repeatable business processes while keeping employees in a familiar conversation instead of sending them between multiple systems.
Depending on the process, a workflow can:
- Collect information from employees.
- Retrieve or update information in external systems.
- Wait for approvals or business events.
- Make decisions based on workflow data.
- Guide employees through each stage of a process.
- Complete routine HR tasks with minimal manual intervention.
Common examples include requesting time off, submitting job or position requests, onboarding employees after a hire event, and routing manager approvals.
Workflows vs. everyday assistant chat
The AI assistant can answer questions and take individual actions in Answer and act mode, such as looking up information or calling an approved tool.
A workflow is different. It's a designed, multi-step process with a defined path and outcome. Once started, it can pause for employee input or external events, call integrations, branch based on data, and continue until the process finishes.
Use chat for open-ended help. Use a workflow when your organization needs a repeatable process with a clear path, clear progress, and a defined outcome.
What makes a workflow agentic
Agentic means the assistant can do more than answer questions. It can use tools, start workflows, make decisions based on its instructions, and continue helping employees as the workflow progresses.
Within a workflow, Agent actions can:
- Ask follow-up questions.
- Explain next steps.
- Collect missing information.
- Use approved tools when needed.
- Continue after the employee replies.
Other workflow actions perform defined work without AI reasoning. For example, they can call an integration, wait for an event, evaluate a condition, or transform data.
This combination lets workflows be both conversational and predictable.
| Type of action | What it does |
| Agent | Uses conversational AI to interact with the employee, ask questions, provide guidance, and use tools when needed. |
| Other actions | Perform defined work such as calling integrations, waiting, branching, or processing data without AI reasoning. |
For more information about the difference between Agent and Run Tool actions, see Understand Agent and Run Tool actions.
Workflow vs. workflow run
A workflow is the process definition. A workflow run is one execution of that process.
| Concept | Meaning |
| Workflow | The process definition that designers create and publish. |
| Workflow run | A single execution of a workflow, with its own progress, status, history, and short AI-generated title. |
Each time a workflow starts, Applaud creates a new workflow run. Multiple people can use the same workflow at the same time, and each run is tracked separately.
How workflows start
Workflows can start in one of two ways.
User-initiated
An employee asks the AI assistant to complete a task, such as requesting leave or updating personal information.
When a published workflow is a suitable match for the employee's request, the assistant starts a new workflow run.
Event-based
An external system starts the workflow automatically when a business event occurs.
For example, a new hire event might automatically begin an onboarding workflow without any employee interaction.
Building blocks at a glance
Designers arrange actions on a visual canvas. Common workflow building blocks include:
| Action | What it does |
| Start | Defines how the workflow begins and what information it receives. |
| Agent | Runs conversational AI with the employee. |
| Run Tool | Calls an integration or system directly, without AI reasoning. |
| Wait | Pauses the workflow for a period of time, until a date, or until an external event. |
| Condition | Branches the workflow based on data. |
| Process List | Repeats child actions for each item in a list. |
| Transform | Reshapes data for later actions. |
| Set State | Stores values for later actions. |
| Send Event | Publishes an event for another system or workflow. |
| Note | Adds documentation to the workflow canvas. Notes never execute and aren't visible to employees. |
Designers can also add optional progress milestones that employees see in the conversation. Milestones provide visibility into progress; they aren't the same as every action on the canvas.
What employees experience
Employees interact with workflows through the AI assistant or in a case conversation.
While a workflow runs, employees can:
- Follow its progress, including a short AI-generated title for the run.
- Respond when the assistant requests more information.
- Receive updates as work progresses.
- View optional progress milestones.
- Cancel the workflow while it's waiting for their response.
If multiple workflows are active, employees can choose which workflow to continue in the conversation.
Workflow lifecycles
A workflow has two related lifecycles: the lifecycle of the workflow definition and the lifecycle of an individual workflow run.
Workflow definition
| Stage | Description |
| Design | Create or edit the workflow in the visual designer. |
| Publish | Validate the workflow and make the published version available for new runs. |
| Maintain | Manage versions, monitor runs, unpublish workflows, or archive workflows that are no longer needed. |
Workflow run
| Stage | Description |
| Start | An employee request or external event creates a workflow run. |
| Run | Agents, business logic, and integrations execute the workflow. The run can pause while waiting for employee input or an external event. |
| End | The run completes, is canceled, times out, or stops because of an error. |
Who uses workflows
| Role | Responsibilities |
| Employee | Starts workflows through the AI assistant, provides information when requested, follows progress, and responds to workflow messages. |
| Experience designer | Designs, tests, publishes, and improves workflows. |
| Tenant administrator | Manages published workflows, monitors workflow runs, and supports ongoing workflow operations. |